Hampton VA hospital complaints catch Sen. Webb's attention

"Every muscle in your body starts going at the same time," she said. "It feels like you're on fire."

She says she wouldn't have the disease today if the Hampton VA Medical Center had more diligently monitored her care.

Heidi Tyler, of Hampton, is a contract employee who worked at the VA hospital as a barber. She's seen patients who needed baths but only received face washings. When her grandfather was there as a patient, she found herself washing his hair two or three times because no one else did it.

Years ago, she accompanied her mother to the VA hospital on newspaper delivery runs.

"I've been around the hospital forever," she said. "I don't feel they have enough people here to give the quality of care that they need."

Matthew Bowen Jr., of Newport News, credits the VA's quick action in the emergency department with saving his eyesight earlier this year. But on a subsequent emergency visit for a different problem, the former Army drill sergeant saw people waiting there for hours — too long, he said.

"I had a good experience," he said, "but at the same time, things still need to be addressed."

Complaints such as these have reached the ear of Virginia Sen. Jim Webb, a leading national voice on veterans issues. His office has logged 149 complaints about the Hampton VA hospital since 2007.

Last month, he called for an investigation, citing his serious concerns with the level of care provided at Hampton. The senator recently met in Washington, D.C., with VA officials from Hampton and the greater region, plus the national Veterans Health Administration.

"The Hampton VMC directors agreed to promptly develop an action plan aimed at improving quality of care and patient satisfaction," said Jessica Smith, a Webb spokeswoman. "They also agreed to routinely meet with our staff to review measures being taken."

It is worth noting that not every comment is negative.

Bowen, besides his initial positive experience in the emergency room, spoke well of the doctor who cared for him immediately afterward. Garlette, who is highly critical of many aspects of her VA care, gives good reviews to her primary care physician and the dental clinic.

And Webb said he knows that the Hampton VA has many caring professionals who do a good job, but he cited the sheer volume of complaints that ranged from patient abuse to wrongful death.

The hospital's responseVA officials in Hampton were asked to comment on the general observations of Bowen and Tyler, the specifics of Garlette's case, and Webb's inquiry.

At the hospital's request, the Daily Press submitted questions in writing. Garlette signed a release form allowing the hospital to discuss her case. VA officials declined.

Hospital officials did respond to Webb's office regarding some of Garlette's complaints, though not the issue of tardive dyskinesia.

Garlette has complained of unprofessional conduct on the part of mental health officials and has had personal disputes with staffers. In a letter to Webb, Hampton VA officials said they had reviewed Garlette's case and found no evidence of unprofessional conduct.

The VA letter, which was provided by Garlette, reads in part: "The staff at Hampton VAMC have worked diligently to address Mrs. Garlette's issues, but none have been to her satisfaction."

On emergency room wait times, the hospital "continually reviews all our processes and procedures in an effort to minimize patient wait times," the VA said in a statement.

As for lack of cleanliness among patients in the community living center, the VA said many residents prefer to take care of themselves since they consider the center their home.

"Nurses attend to those who cannot, and evaluate and assist those (who) may need additional assistance," the VA responded.

As for the meeting with Webb's office, the hospital declined to go into specifics, but characterized it as "productive" and said it looked forward to continuing its relationship with the senator.

Multiple diseases, more medicationBesides tardive dyskinesia, Garlette has been diagnosed with bipolar disorder and suffers from post-traumatic stress. She underwent breast surgery to relieve back and arthritis problems. She takes 14 different medications for 34 problems.

She turned 67 in April.

She has been in the Veterans Affairs health system for more than two decades, and has been a patient at the Hampton center since 1996.

Several years ago, she was prescribed the drug Reglan for a gastro-intestinal disorder. The doctor who prescribed the drug then retired, Garlette said, and she began developing lower abdominal pains that eventually worsened.

"All I could do was pace the floor back and forth," she said.

Doctors at the VA eventually diagnosed her with the disorder, but Garlette and her husband, Bill, say she never would have contracted it had the VA been diligently managing her care.

"The VA dropped the ball," said Bill Garlette.

Garlette provided copies of her medical records to show that she has indeed been diagnosed with the disease. And during one interview, she clearly showed symptoms, which appear as a shaking of the mid-torso area.

According to the Web site for the Tardive Diskinesia Center, Reglan is one brand name for the drug metoclopramide. In 2004, a research team from the FDA and the VA published a study that said "patients treated with metoclopramide at greatest risk for developing symptoms of tardive dyskinesia were older women who had been on the drug for an extended period of time."

'Speak up for yourself'Bowen, 53, served in the Army from 1973 to 1981. He went to the Hampton VA back in April complaining of stroke-like symptoms and lack of sight in one eye. The emergency department responded quickly, he said, and he credits the hospital with saving his eyesight.

As it turned out, Bowen did not suffer a stroke and was eventually discharged.

His second trip to the emergency department was about two months ago, this time with a respiratory problem. Once again, they took him in and performed an EKG. No problems were found, and he went outside to wait for further attention.

"I had to wait almost seven hours," he said.

He saw other patients waiting, some of whom said they had been there even longer.

The former drill sergeant called the Daily Press after he read of Webb's concerns.

"I'm not one who's going to sit there," he said. "My dad always taught me to speak up for yourself."

Senator's inquiry What: Sen. Jim Webb wants an examination of patient care at the Hampton VA Medical Center.
Why: His office has received dozens of complaints; three people have shared their stories with the Daily Press
The latest: Webb recently met with VA officials and both sides agreed on an improvement plan going forward, Webb said.
What's next: The senator says this is the first step in a multi-step process. More meetings are likely as he continues to keep tabs.